CALL RECORDING

Hosted Call Recording Software

Cloud Recording: Unrivaled in the market, easy-to-use and feature-rich

Actionable Business Intelligence and Immediate Value

With our hosted call recording software every customer interaction with your organisation is transparently and painlessly recorded and stored in our Cloud for as long as you need it. Save your transaction for compliance reasons, training or quality monitoring with the highest security level. Our call recording software delivers the most comprehensive call center recording capabilities, providing organizations operational flexibility and system resiliency.

The calltime call recording software become accessible by authorized managers in the organization, but also by the customers themself in the customer area respecting security and legal constrains. Full support for Secure Sockets Layer (SSL/HTTPS) connections, 256-bit AES encryption, and securely partitioned resources means rock-solid client security and data integrity. The calltime hosted call recording software comes with internet banking level security, dual resilient recording of each interaction or call from our geo-resilient data centres, ensuring that you have financial and credit card PCI Compliance covered, with every call encrypted using your own digital certificates so not even we can play your calls back. So, regulated industries can rely on calltime’s call recording software to meet their requirements.

Fully Hosted & Managed Call Recording Software

Plug and play connectivity to your existing phone system and CRM

• Out of the box CRM connection. Simple. Our call recording software plugs into all major CRM systems, including Microsoft Dynamics CRM and Salesforce.com, enabling you to manage call recordings from a customer perspective from within the customer record.• Plug and play connectivity to your existing phone system.Our powerful cloud call recording software quickly integrates to your existing phone system with pre-integrations out of the box for Avaya, Cisco, Mitel, and the most popular phone systems.

So you can be up and running in a few days and benefit from tight integration that delivers agent level indexing, call transfer tracking and more. calltime hosted call recording software is delivered as a pay-as-you-go service with no hardware or software required. There’s no waiting and no implementation headache for you. Review, analyse, download or score calls. View reports or track user activity all via any internet connected web browser. Our call recording software offers real-time dashboards help you find the needle in the haystack, presenting customer contacts you need to

No fixed costs. Simply pay for what you use. Low Cost, it’s even better!

Protect data and maintain regulatory compliance

Cloud call recording softawre provides amazing insight and analytics to your customers experience. As a utility service you can switch on Network Recording in an instant: No capex, no long lead time, no complex installation or hardware required. Immediately benefit from the content of the calls and screen content being recorded and stored without having to worry about the process of media capture, compression and secure storage.

Significantly cut the costs and get the flexibility your business needs. With cloud call recording storage replicated across multiple geographically diverse data centres, we have redundancy covered. Storage reliability is an incredible technology leading %99.9999. The calltime call recording software is a web based hosted call recording software solution. That means you don’t have to maintain redundant servers with ever increasing hard drive requirements, complicated backup/restoration plans and maintenance schedules. We take care of all this for you. Your data is secure and always available from any location with our hosted call recording software. Take the full control of your customers interactions with our hosted call recording software for a predictable cost.

Key Features

[The Features You Will Love]Here are the most inspired and useful features of the most versatile contact center software available today

”Inbound″

Intelligent Routing. Universal queue for voice, email, chat, social media and more. Our skills-based quickly matches callers in your queue to the agents who can best help them. That means efficient call resolution, happy customers and money saved.

Flatten Peaks in Call Volume. Automatically call back customers who don’t want to wait when your agents are available, increasing agent productivity during less-busy times by offering customers a callback option.

Repeat callers. Repeat callers are put to the head of the queue and delivered, along with their call history, to the last agent they had contact with when it’s possible.

Collaborate in real time. Agents can communicate with ease using instant messaging and our built-in chat feature. Your agents can collaborate, share insights, or get input from supervisors instantly.

Drag-and-drop interface. Make adjustments in a snap and incorporate intelligent routing based on customer information into your call flows. Leverage our collection of optimized IVR templates based on best practices.

Call Recording. Improve performances and the quality by monitoring and evaluating agent interactions.

Mobile Live Connect. Contextual customer data takes the concept of effortless interactions to the next level. With our Mobile, customers can simply connect directly to an agent, who receives session information, customer history, preferences, location, and other contextual information for quick resolution.

Dashboards and Reports. Complete customer insight. No complicated setup, just the customer service metrics that are important to you. In real time. Add new reports and dashboards, or customize existing ones, without calling IT. It’s simple. Just drag and drop..

Time Zone & Do Not Call List. Auto-time zone adjustments allowed call time frame and based on the area code of the number you are dialing, to auto-adjust the time frame. better yet, 100% Do-Not-Call list Protection.

Call-back and Appointment Setting. Access to sophisticated calling features. Agents can schedule agent-specific or general call-backs or manage appointment setting. For general call-backs, our exclusive call engine automatically choose the best time to call back to increase your contact rate.

Email Management. calltime interpret the content of messages and route to best skilled agent and offer a complete view of all previous email threads and all other channel interactions. So you can organize, assign, queue, and prioritize email inquiries.

Standard Response Library. Empowers agents with the right answers, delivering consistency no matter what channels. Helps agents respond to new or unique issues by automatically suggesting possible answers based on the content of each customer inquiry.

Intelligent routing according to business rules. Efficiently manages incoming e-mail and Web form flow by automatically assigning inquiries to appropriate agents based on content, time, customer type, and even emotional level.

Escalation rules. Notifies managers and triggers follow-up to help meet response commitments or provide special handling of priority customers.

Proactive Chat. Through its extensive intelligence capabilities that examine customer behavior, customer data, and even web analytics, calltime will proactively offer for immediate connection with a live person and deliver the right chat invitation to the right customer at the right time.

Video Chat. As business strive to bring the in-store experience to online customers, more and more companies embrace video chat as the ultimate type of engagement for high-value customers and transactions. There is nothing more engaging than a face-to-face conversation—even beyond that of the typical in-store experience!

Targeted Offers. By delivering personalized messages and offers anywhere on your site, calltime enables you to create highly personalized experiences that have proven to drive remarkable results for leading global brands

Channel Pivoting. Channel pivoting from chat to email, social, or voice for a seamless cross-channel experience

Live video chat with e-shoppers. Offer face-to-face customer service on your website. Help your customers buy with confidence. Face to face selling decrease average handle time and signyficantly improve sales.

Web Call Back. When a website visitor submits a form, including a telephone number, the calltime APIs automatically populate that number in a list within the calltime dialer for an immediate call back to the visitor and a live conversation with an agent. Improve productivity and increase sales be translating website visits directly to live conversations.

Co-browsing. Redirect your visitors to the right web page.

Transfer chats. Send live chat to any other agent online for escalation.

Targeting. With TheWave, choose where in your site funnel you want to target visitors. Target the customers who are ready to check out, or any visitor segmentation based on your CRM inputs, cart, visitor registration…. and more.

Multi-website. Agents simultaneously present on several web sites with a single interface.

Results You Can See. 20% increases in conversions, 35% increases average order values, 80% reductions in handling costs. For both sales and service applications, meaningful connections are created by personalized, human interactions, and are delivered at a fraction of the cost phone or email contact while dramatically improving agent productivity.

”Mobile″

Contextual Engagement. As customers interact with a company’s mobile application or website prior to initiating a call, a rich set of user data, including phone number, login, recent browsing history and location, is captured and associated with the call to enable intelligent routing to the right contact center specialist, who is presented with this detailed information-the apps become the omni-channel link to the customer. Personal, relevant, context-aware and direct.

Across Channels. Customers can switch between applications, channels and communication modes consistently without loss of context. A user can dial an 800 number, bypass an IVR via an alert sent to the user’s smartphone, then engage in a live video session with an agent, all without the need to repeat information.

Visual IVR. Instead of traditional voice-driven automated service, customers can opt for IVR menus to be displayed visually within mobile and web applications, without listening to endless menus and struggling with voice recognition! Visual IVR, whether it’s through a website or mobile app, is a great way to eliminate one of the top reasons people dislike the call center experience.

No Wait on Hold. Rather than wait on hold, a customer can click within a company’s mobile or web application to request a return call from an agent. Call state information: agent wait times, queue position and other contact center data can be pushed to the customer’s smartphone, tablet or desktop computer. So they can with one tap on their smartphone request a call-back and avoid hold time.

Proactive Service Notification. Can be used to notify customers about account information or present personalized offers, e.g. a bill is due, an item has shipped, etc.

Sentiment Feedback. Allows you to tap into the Voice of the Customer by capturing real-time data and feedback at the conclusion of an interaction.

Broad Data Sources. calltime retrieves and processes posts from a wide variety of sources including Twitter, Facebook, YouTube, and Blogs. It also enables agents to engage directly with fan page followers through LinkedIn, Facebook and Google+ fan pages

Agent Assistance Tools. calltime provides a suite of tools designed to increase the efficiency of contact center agents. Pre-approved responses for commonly asked questions can be provided to agents and business rules can trigger “Next Best Actions” to guide responses.

Rules Engine. The rules engine automatically tags posts based on priorities that you define. Posts can then be routed to agents or agent groups based on things like agent skillset or physical location. The rules engine helps to improve customer care by directing issues and questions to an agent who can provide the best possible support.

CRM Integration. calltime offers pre-packaged integration with Salesforce Service Cloud. calltime can retrieve information from a company’s proprietary CRM system to determine customer importance and enable responses to be prioritized based on customer value.

Analytics & Reporting. calltime offers the most advanced contact center reporting for social customer care. It provides over 25 out-of-the-box reports with the most popular metrics for adhering to service level agreements and offering brand insights.

Agent Coaching & Performance. Observe, coach and instruct your agents with a built-in real-time supervisory display. You can filter by workgroup and get instant data on performance including major SLA and KPI data.

Social Early Warning. calltime also provides a social early warning system, which allows agents to see immediate sentiment feedback from surveys presented to users through web and mobile applications. Agents can then respond to negative feedback immediately before complaints are posted publically and go viral on social channels.

Social Customer Service. Deliver answers anywhere. Let questions and comments from social media channels become part of your case queue. Route them through a single hub, and monitor and prioritize conversations by sentiment and influence. Then use insights from their online profiles to deliver better answers faster.

Social Media Monitoring. A single view to get in real-time an overview of your customer activity on social media.

Social Media Engagement. Interact with your customers on social media with a seamless cross-channel customer experience.

Social Media Management. Social Media Manager efficiently and automatically processes the social media interactions.

Identify influencers. Respond faster and more appropriately with a full view of customer activity and insights on social media.

Leverage facebook. Get the list of your facebook customer’s friends by email, SMS or during a Live chat.

Social Media to Website. Identify the visitors coming from your customers social circles and welcome them with amazing personal video chat.

Knowledge. Get answers from every channel. Get accurate answers faster, wherever they live. From Google searches to social media, from business partners to self-service website queries. All making your contact center smarter. And customized to drive the right information to the right people.

Unified workspace. Optimize your company´s workflow by eliminating the redundant action of opening and searching through multiple systems with the customer on the phone.

Customize automation rules. Define automation rules when an event happens. Automatically create new tickets when agents receive a new call, when a voicemail is received and when a call is missed.

Train and evaluate agents. Ensure a positive customer experience and train your agents quickly by dropping in on live calls, listening to recorded calls and engaging in call conferencing when necessary.

Consolidated customer data. All of your interactions in one unified agent experience. Create and track. Route and escalate. Fully integrated with your company’s crm and back-office apps. Your agents will know more, work faster, and work smarter. Across all channels. All the time.

Support Flexible Staffing. Because calltime’s virtual call center solution is based in the cloud, all your agents need is a computer and an internet connection. They can work anywhere, anytime so you can be much more flexible and responsive to changes in demand. This means better response times when you’re busy and lower costs when you’re not.

Dashboards and Reports. Complete customer insight. No complicated setup, just the customer service metrics that are important to you. In real time. Add new reports and dashboards, or customize existing ones, without calling IT. It’s simple. Just drag and drop.

Visual Workflow. Streamline process management. Manage any support process. From call scripting and returns, to quotes and resolutions. Even automated approvals for critical processes. Get consistency and speed across every customer-service channel, from the call center to the web, all entirely in the cloud.

Make intelligent business decisions. Historical reports based on advanced charting and data transformation capabilities are presented in an intuitive dashboard. Make more informed decisions based on insightful information.

Add notes and collaborate easily. Agents can add and edit notes directly from the interface allowing for easy collaboration between agents and departments. Information is automatically synchronized with your systems ensuring that all agents are accessing accurate data.